Frequently asked questions

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About LIZ

How does LIZ work?  

LIZ is a personalised payments platform which allows you to pay rent and property expenses on your time, not your landlord’s.  LIZ allows you to make rent-paying stress-free by depositing funds into your personalised digital wallet. From there, LIZ pays your rent to your landlord or property manager on your rent day.  

You can set up scheduled payments to your digital wallet for any day or time. Allowing you to align with your pay-day or a schedule which fits you best. Using LIZ means you always have funds to cover your rent when it falls due (rent day).

How can I contact LIZ?

We are here to help you with any problems, issues or concerns you have using the LIZ platform. Use our in-app support function for the quickest response or email us at info@lizpay.com.au  

If verbal communication is your thing, call us on 1300 LIZpay (519 729).

Getting started

Why do you need to verify my identity?

LIZ is subject to the Anti-Money Laundering and Counter-Terrorism Financing Act. The obligations imposed on us by this Act assist in the prevention of improper use of the LIZ platform.

This means we need to verify you are who you say you are, and that your tenancy is indeed legitimate. Don’t worry, the information you provide us is handled in accordance with our Privacy Policy and is only ever used for the purposes set out in the Application Terms and Conditions.

How do I start using LIZ?

You can get started by downloading the LIZ app (App Store or Google Play). The simplicity of the app ensures you will be onboarded in no time. You’ll be able to relax knowing Liz has you covered.

How do I turn on/off my app notifications?

You can edit your notification settings in the app’s ‘Settings’ tab at any time.

How do I close my account?

You can delete your account at any time via the settings function. Before deleting your account we suggest you get in touch with our support team to see if there is anything we can do to get you to stay.

How secure is LIZ?

When your funds are deposited with LIZ, they are treated no differently to funds in a bank account. Your funds can only be accessed by you. We have security measures in place to protect your account from unauthorised access.

Your funds are held by our third-party payment provider Assembly Payments, in accordance with their end user agreement.

What happens if I move out or change Tenancy?

You can leave or delete a tenancy from the app at any time. Click on the ‘My Tenancy’ page and press the cog. You will then be able to provide LIZ with the details of your new tenancy. Please note it can take up to 48 hours to verify and approve your new tenancy details.

How do you handle my personal information?

We take your privacy and security very seriously. All of your personal information is securely stored, so you can remain assured your personal information is completely protected. All of your payment information is stored by Assembly Payments, who are compliant with the Payment Card Industry (PCI) standard.

Deposits

What do you mean by deposit?

In order for LIZ to pay your rent, you will need sufficient funds in your digital wallet on the morning of rent day. We suggest aligning your deposit schedule to your pay day or any other time which suits you. Depositing refers to the process whereby you transfer money into your digital wallet, which is used to pay your rent when it falls due.

Will my deposits be automatically debited?

You can set up your own personalised pay-in schedule to guarantee you always have enough money in your digital wallet on your rent day. How nice would it feel to never worry about paying rent again?!

If direct debits aren’t your thing, that’s fine. You can always pay-in to your digital wallet via BPAY, Direct Deposit or Credit/Debit Card at any time.

What is your Rent Goal?

LIZ displays your periodic rent payment as a goal to be achieved through the depositing of funds into your digital wallet. As you get closer to achieving this amount the progress of your Rent Goal will increase. Once your Rent Goal has been achieved you will have enough funds to instruct Liz to pay your rent when it falls due.

How long does it take for funds to be available in my wallet?

We recommend depositing funds into your digital wallet two business days before your rent is due to avoid any chance of delay.

Direct Deposit – Instant (if you are set up with Osko and PayID) or up to two weekdays if you are not.

Direct debit – Up to two weekdays.

Credit card - Instant but can take up to one hour in rare circumstances.

BPAY - up to two business days.

We will send you a notification once funds have landed in your digital wallet.

Can someone else deposit funds to my Digital Wallet?

Yes, absolutely! You can provide anyone with the details of your Digital Wallet and allow them to make deposits on your behalf. Remember, it is your responsibility to ensure you have reached an arrangement with whoever is transferring funds. LIZ will not be able to differentiate funds transferred by you or someone else.

How do I stop recurring deposits to my Digital Wallet?

You can cancel or change payments into your Digital Wallet at any time through your LIZ app.  You can skip your next payment by clicking on the three dots next to your next incoming payment on the home screen.

To stop all future scheduled deposits, click on your calendar and go to your deposit schedules. From here, click on the schedule you want to cancel and tap ‘remove schedule.’

How can I change my deposit payment details?

You can change the way you deposit money into your LIZ account at any time. You can add additional payment methods in the settings tab. What’s more, you can change the payment method for each deposit schedule via clicking on the schedule from your calendar.

Payments

When will my rent get paid?

Initially we need to know when your rent is due and how much you pay each rent period (weekly, fortnightly or monthly).

From there, LIZ will pay the rent with funds from your digital wallet when it falls due, in other words on your rent day. Your rent payment is processed at 9am to ensure the agent receives it on time. If you live in a share house, no problem we’ll take out your housemates’ portion. Just make sure your amount is in the digital wallet and Liz will take care of the rest.

What if I don’t have enough money in my LIZ wallet on my rent day?

LIZ works with you to see to it that you always have enough money in your digital wallet on your rent day. We understand life happens and sometimes you might be a little short. To start with, we will ask if you want to pay your landlord the amount in your wallet, or alternatively if you want to hold on to the funds until the full amount can be paid.*

We are also excited to be working on our Rent Now Pay Later (RNPL) feature, so Liz can have your back if you are ever short on rent.

*LIZ does not provide legal or financial advice in relation to the payment of your rent. Missing payments required under your lease might have serious consequences including eviction. Should you be unable to pay your rent you should consider seeking professional advice.

How do I pay my rent?

LIZ provides you with your own digital wallet, a secure virtual piggy bank for your rental payments. We let you pick your preferred deposit schedule, including when you want LIZ to pay your rent to your agent or landlord.

We suggest you set up an automated deposit schedule to guarantee funds are always there to cover your rent.

What’s more, we pay your landlord on a recurring basis unless you instruct us otherwise. While we recommend having automated payments, manual payments are also available.

How long does it take for the rent payment to be processed?

If you have the requisite funds in your digital wallet, transferring rent to your agent or landlord should be instant if your agent is set up with the New Payments Platform.

If your agent is not set up, payments will be received within one or two business days. We notify you when your rent is expected to be received. This way, you can dictate the best date to pay.

How will I know that the rent was paid if I have set automatic payments?

You will receive a notification when your rent has been successfully transferred to your agent. Your rent payment is processed at 9am on Rent Day to ensure the agent receives it on time.

I missed a payment, what do I do?

If you have not directed LIZ to pay your rent or you had insufficient funds, you can make a deposit into your wallet before instructing us to pay your rent. We can pay it at any point in time.

You can also directly reach out to your landlord and make a separate arrangement regarding any specific rent payments in accordance with your lease.

How are payments processed on weekends and public holidays?

Weekends are not taken into account when working out how long it will take for a Direct Debit, Direct Credit or BPAY transfer to clear into your Digital Wallet. Card payments or those made via PayID will process regardless of the day or time.

How do I change my Rent amount or due date?

If you need to change the amount of rent you pay, or the date it is due, click on Your Tenancy and click on the cog icon in the top right-hand corner of the screen. From there you can edit your rent details.

Please note you cannot change the payment details for your agent or landlord without contacting us via the app.

Can I view my payment history?

Yes, you can access a full history of payments in and out of your Digital Wallet by clicking on your calendar. You can also view a history of payments made for your tenancy by clicking on the ‘My Tenancy’ tab.

Can I download my payment history?

Yes, you can export both your individual payment history and tenancies history to PDF through the app.

What does ‘deposit pending’ and ‘payment pending’ mean?

When a deposit or payment is pending it simply means the transfer of funds is still being processed by the banks. As soon as the payment is cleared, we will let you know via a notification.

Digital Wallet

What is a Digital Wallet?

Think of your digital wallet as an online piggy bank for your rent. The wallet allows you to store and transfer funds to the LIZ platform. From there, LIZ transfers it directly to your agent and other third parties. We have partnered with Assembly Payments, ensuring the funds placed in your digital wallet are safe and secure. How do we do this? Assembly Payments provides LIZ with access to their payment infrastructure allowing us to smoothly transfer money directly to your landlord.

Can I withdraw money from my Digital Wallet?

Yes, but you will need to raise a request via the ‘support’ function in ‘settings’. We will ask some security questions and your reason for withdrawal before further assisting you.

Landlord/Agent

Do I need permission from my agent or landlord to use LIZ?

No, LIZ is made by tenants, for tenants. You don’t need any approval from your landlord to use the platform. We are focused on providing tenants with the most seamless means of paying rent. We will independently verify all information you provide us about your landlord/agent.

In some cases, we may need to contact them to clarify information which doesn’t match our database.

What if I don't know some of my agent’s details?

If you are unsure of your agent’s details, such as a bank account or BPAY details, we suggest checking your tenancy agreement or getting in touch with them. You can always skip any required information during the onboarding process and come back to it later.

What if my agent or landlord hasn’t heard of LIZ?

No problem. LIZ acts on your behalf, paying your rent via your agent/landlord’s preferred payment method. Your rent will be paid with your dedicated reference number – initially provided by you. Simply put, your agent will always know when your rent is paid.

My agent/landlord says they haven’t received a rent payment!

If you think a payment taken from your Digital Wallet hasn’t been received by the agent or landlord, please raise a ticket via the app or contact us on 1300 LIZ so we can investigate.

Fees

What fees are associated with using LIZ?

Unfortunately, it does cost money to move funds between you and your landlord. So too, ensuring the safety and security of your digital wallet are not compromised.

We are doing our best to reduce your transaction costs. That’s why we always provide you a free way to load funds to your digital wallet and ultimately pay your rent.

A summary of the fees charged by LIZ are below:

Account set up and creation - Free  

Verification of Identity and Tenancy validation  - Free  

Direct Deposit (bank transfer) and Direct Debit  - 50c per deposit with one free deposit every fortnight  

BPAY  - $1 per deposit

Credit Card  - 1.5% of the deposit amount

LIZ will collect fees when funds are transferred into your digital account. If you pay via Direct Deposit or BPAY, please take into account the fees before depositing funds.

Where can I check the fees I’ve been charged?

All fees charged by LIZ are recorded in your payment history.

Sharehouses

How does LIZ work with share houses?

LIZ allows every tenant in a household to be set up with their own digital wallet. That way, everyone can make their own contributions towards the household rent. Each home will have an admin who presides over how much rent each housemate is to pay, and when the rent is due.

Don’t worry, you still maintain complete control over all of your LIZ payments. You will only ever contribute the agreed upon amount.

What if a housemate doesn’t pay?

We know sometimes your housemates miss a payment or might be late in covering their rent. LIZ alleviates these issues. How you ask? We help your housemates stay on track with our pay-in schedule, the best way to stay on top of their rent payments.

LIZ also keeps your housemates up-to-date, providing notifications when they are falling behind on their rental schedule.

Lastly, we let the rest of the house know if a payment hasn’t been made, giving everyone a chance top-up their digital wallet before rent is due. Otherwise, we allow you to decide between two available options. To pay your landlord the collected amounts -- by you and your housemates -- or withhold funds until everyone is ready to pay.

What's next

What else do I get with LIZ?

In addition to being able to set up your own LIZ account with a dedicated digital wallet, you can join a share house wallet; allowing you to split rent between your housemates. We also keep you updated with your wallet balance, sending you reminders if it ever looks like you are falling behind.

LIZ is incredibly excited about the upcoming features which will provide tenants with greater flexibility and options for rent and property related payments. These features include:

  • Bill payments via LIZ
  • Rent Now Pay Later
  • Bond Now Pay Later
  • Bill Defer
  • Rental and Tenancy insights
Can I pay other property expenses with LIZ?

Not yet, but we are working as hard as we can to bring you additional features, including bill payments. Keep an eye out, they’re coming soon.

For renters

Pay on your schedule, not your landlords. LIZpay lets you pay your rent weekly, fortnightly or monthly.

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Industry partners

Transparent payment processing, reducing the admin burden involved with payment collection & referral incentives.

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Coming soon

- BNPL functionality
- Bill payments
- API integration for partners

Find out more